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The central IT organization supports University of Houston-System (UHS) and University of Houston (UH) goals.
Our value can be best achieved by focusing on enterprise services and supporting IT providers in the UH
colleges and divisions, and across the UH-System.
Across the UH-System, we provide a broad range of services from converged networking to hosted applications
and systems in our UHS Data Center, high performance computing networks and hosted research computing
services, cost sharing for site licenses such as for WebCT, and a collegial and supportive sharing of best
practices and methodologies.
On the UH campus, we maintain the university’s web presence and provide a wide range of services supporting
streaming media and video production, technology in general purpose classrooms, our 24x7 Technology
Commons student computing lab, deeper than educational discounted volume purchase agreements for
hardware and software, technology web-based and face-to-face training, collaborative tools and self-service
applications, among others.
Even in today’s most challenging times, we continue to mature in our effectiveness and efficiency in delivering
services to support our Tier 1 research and global university aspirations.
UH Information Technology
Leadership Team & Organization
Office of the CIO
Dennis Fouty, Ph.D.
Associate Vice Chancellor /
Associate Vice President &
Chief Information Officer
3 F
TE
Enterprise Systems
Arun Jain, Ph.D.
Associate Vice President
10
1 F
TE
Data CenterNetwork InfrastructureEnterprise Systems and Services
IT Business Services
Nicole Broyles, M.B.A.
Director
16
FT
EAdministration of IT OrganizationIT Policy
Technology Support Services
12
3
FT
E
Desktop / User SupportHelp DeskInstructional TechnologyTelephonyWeb Support Services
IT Security
Mary Dickerson, M.B.A.
Interim Executive Director
10
FT
E
IT Security
High Performance Computing
Keith Crabb, B.S.
Interim Manager
4 F
TE
Research Computing
Office of the CIO
Rita Barrantes, M.B.A
Associate to CIO
7 F
TE
College Technology ReviewsAdvanced Technology Support, technology R&D
Vacant
Executive Director
• Create a reliable, secure, robust, and cost-effective technology environment using industry
best practices and technology
• Maintain the campus network infrastructure and our wireless footprint.
• Aggressively enhance security at the enterprise level and in customer environments
• Actively pursue opportunities with UH business owners to leverage PeopleSoft services and
functionality.
We endeavor to achieve these objectives by:
• Engaging leadership in planning via our 10-Year IT Infrastructure Forecast
• Creating a federation of university IT providers
• Developing and deploying IT methodologies to the campus
• Establishing IT customer service assurance
• Partnering with academic and administrative groups
• Improving and streamlining our internal processes and structures
• Increasing the credibility of IT
Create value across to the UH-System by investing in infrastructure capacity and security, collaborative
tools and newer, more efficient and greener technologies to enable growth in services and protect
revenue.
IT strives to improve efficiency through decentralization, fungibility and reallocation of
resources, hard negotiating, near zero-based budgeting and value engineering.
IT is committed to UH shared governance. The UH Faculty Senate is evaluating a
recommendation of the Information Technology and Computing Committee (ITCC) to align IT efforts
more closely to institutional goals and enhance shared governance.
* Efficient and effective use of resources
* IT strategy aligned with UH strategic
planning
* Process, project, portfolio and
performance driven
* Robust, secure and reliable infrastructure
and systems
* IT Federation will establish campus
technology leadership teams
* Partnerships for innovative technology
strategies
* Sharing IT methodologies
* Support integration of student services
through technology
UHS Data Center hosted applications and hardware:
• Oracle/PeopleSoft Finance and Human Resources: all UHS universities
• Oracle/PeopleSoft Student Academic and Administration: UH, UH-CL and UH-V
• WebCT course management: UH and UH-V
Network Infrastructure:
• Internet Protocol and Video: all UHS universities
• Access to commodity internet: all UHS universities
• Connectivity to high performance networks: LEARN, Internet 2 and National Lambda Rail
• Video services between component universities supporting distance learning &
administration
• Expertise sharing and collaboration for emerging technologies, subject-matter-expert
support and technology trouble-shooting and escalation for problem resolution.
S T
R
A
T
E
G
Y
The Environment
PLANNING AND BUDGETINGfocusing on
An efficient IT organization results from our current environment of decreased funding and
increased demand for service. Continued investment in the UHS infrastructure, enterprise
applications, and collaborative tools through newer, more efficient, greener technologies will
meet customer demand for services, better position the university for future enhancements, and
reduce costs long term.
In seeking Tier 1 university status, it is interesting to compare total UH information technology
funding to our peers. Focusing on 2008 data in the chart at right, UH allocated 55% of the
average of University of Texas Austin and Texas A&M University, and 73% of the average of all
doctoral extensive universities. Data is from participating universities in the Educause Core
Data Survey.
For the fourth year, IT is engaging campus leadership in a review of the 10-Year IT
Infrastructure Forecast. Doing so enables a broader view of institutional investment in
technology to optimize university resources in meeting customer demand for services. See
chart at right.
What We Are Doing
We continue to focus on and mature strategies to increase the effectiveness and efficiency of IT
planning and budgeting by:
• Tightly aligning IT planning and budgeting with the UH process
• Modifying IT’s timeline and methods to incorporate input throughout the year
• Supporting college and division partners in developing their IT plans
• Sharing IT methodologies to the campus
• Internally reallocating IT resources for emerging opportunities and needs
• Conducting near zero-based budget reviews
UH IT launched the IT Federation in FY 2009. Our value to the university is best
achieved supporting college- and division-based IT support providers, IT is refocusing
its service delivery. In concert with college/division leadership, IT seeks to partner
with campus leaders who are also managing and providing information technology
services. We are:
• Delivering projects that impact the larger University
• Collaborating with UH’s colleges and divisions to enhance service delivery (See
chart at right), and
• Part of a larger whole organization that through shared governance enables and
facilitates UH’s strategic goals
IT FEDERATION
BUDGET AND SPENDING
$-
$2,000,000
$4,000,000
$6,000,000
$8,000,000
$10,000,000
$12,000,000
FY01 FY02 FY03 FY04 FY05 FY06 FY07 FY08 FY09 FY10 FY11
Ten Year HEAF Infrastructure Budget Allocation
Allocation Forecasted
Network
Infrastructure
Data
Center
Enterprise
Application
IT
SecurityInstructional
Technology
Support
Centers Telephony
UH
Div
isio
ns
Te
ch
no
log
y
So
cia
l W
ork
Ph
arm
acy
NS
M
CL
AS
S
La
w C
en
ter
Ho
tel a
nd
Re
st M
gt
Ho
no
rs C
olle
ge
En
gin
ee
rin
g
Ed
uca
tio
n
Bu
sin
ess
Arc
hite
ctu
re
University Information Technology (UIT)
$1,651
$2,235
$2,984
$-
$500
$1,000
$1,500
$2,000
$2,500
$3,000
$3,500
FY08
Per Student IT Funding (Headcount)
UH
Doctoral Extensive
Texas 4
The Environment
fostering
Technology brings researchers and their work together across organizational and physical
boundaries. UH’s high performance computing network is well positioned to support our Tier 1
research university aspirations. UH invests in infrastructure to enable high speed access to
research networks and aggregation points including:
• Nationally, inclusive of Tier 1 and 2 US research institutions, via Internet2 and the National
Lambda Rail (NLR).
• Statewide, connecting most public and private universities in the state, via Lonestar
Education and Research Network (LEARN) .
• Locally, connecting Baylor College of Medicine, M.D. Anderson Cancer Center, Rice
University, Stephen F. Austin, Texas A&M, Texas Southern University, UT Health Science
Center - Houston, via Southeast Texas GigaPoP ton and others.
Active participation and leadership on boards and committees nationally, regionally and locally,
enabled IT to make significant contributions to each of these networks and add value to:
• Provide researchers with high quality of services not available from commercial entities
• Avoid custom configurations for most applications
• Lower costs by sharing expenses
At the UH Data Center, IT operates the Research Computing Center (RCC) to host servers in a
secure, environmentally controlled environment.
What We Are Doing
• Replacing Research Computing cluster
• Extending dark fiber to Galveston
• Creating network links to collaborating local universities to reduce costs of
research
The Information Technology High Performance Computing (HPC) group offers hosted system
management services and technical systems support to customers of the Research
Computing Center.
The group provides technical advice to customers on questions relating to server platforms,
software implementation and general RCC infrastructure.
Future plans include a program to offer grid computing and to harness the computing power
of obsolete desktop computing into a cascade of servers.
RESEARCH COMPUTING
RESEARCH
UH RESEARCH NETWORKS
Local
State
National
S C O P E
Internet 2 National
Lambda Rail
SE Texas
GigaPop
UH
10 ge
LEARN
RCC
The Environment
enabling
Technology facilitates teaching and learning. Investments in collaborative tools, smart
classrooms, website content management and other applications and services enable UH to
meet increasing demand, in both numbers and sophistication.
IT works through partnerships with student service providers such as Educational Technology
and University Outreach to deliver classroom technologies including the WebCT on-line course
management, podcasts, hybrid courses, classroom clickers, educational delivery software,
multimedia, and manages a 24x7 student computer lab.
What We Are Doing
• Enabling WebCT course management infrastructure
• Managing 24x7 Technology Commons student lab
• Maintaining 66 Smart Classrooms
• Connecting classrooms to Internet via campus network
• Supported the implementation of PeopleSoft Student and Academic Administration Module
• Providing academic software with discounts on SAS, SPSS, Matlab, Mathematica and others
• Providing and upgrading classroom equipment
• Student computer lab
• Open 24 hours/day; 7 days/week
• Over 150 Windows and Mac computers
• Open to all UH students
• Scanners and printers available
• Many software packages available
• Located in the Library basement
TECHNOLOGY COMMONS
In FY2010 We Served Over…
Students in WebCT web-enhanced courses
Students at the Technology Commons
WebCT training courses
SkillPort books
SkillPort courses
1 8 5 ,0 0 0
148,791
3,655
26,394
5 3 3 0
TEACHING
CLASSROOM TECHNOLOGIES
Fall (%Increase) 18.8% 12.40%
Spring (% Increase) 19.8% 21.41% 13.88%
Summer (% Increase) 2.9% 14% 21.62%
5626
41713993
4282
5871
41084150
2937
5316
3966
0
1000
2000
3000
4000
5000
6000
7000
Oct-08 Nov-08 Dec-08 Jan-09 Feb-09 Mar-09 Apr-09 May-09 Jun-09 Jul-09
iTunes DownloadsDownloads
984
11691314
8421009
1225
1395
347357
407 495
0
1000
2000
2006 2007 2008 2009
WebCT /Blackboard Courses
Fall Spring Summer
The Environment
THE COMMUNITYsupporting
Providing enabling technology has long been our focus. Today, we are repositioning IT to
emphasize support other university technology providers. At the same time, we are delivering
services closer to our customers, via self-service at their desktop or laptop, service kiosks
throughout the campus and a greater number of IT Service Desks, each equipped to support
the full range of IT walk-up services from CougarNet accounts, to software sales, to
telecommunications services.
We recognize we can best align with and serve the University by:
• Partnering with academic and administrative groups to better serve them
• Recognizing program owners and establishing governance processes
• Improving internal processes and structure to better serve our customers and help close the
gap between demand and resources
• Implementing a single customer service contact point
• Delivering on our commitments
What We Are Doing
• Created a unified UH Contact Center
• Redesigned the UH website as user centered
• Consolidated service-delivery in multiple storefronts
• Empowering our college partners to use our network diagnostic tools
• Empowering customers with new web-based self-help account management tools
• Supporting integration of student services through technology
• Continuing to install self-help computer kiosks throughout campus
• Offering new collaborative tools, such as Microsoft Office SharePoint Services
• Providing IT Reviews to UH departments to give recommendations on how UIT can best
serve their needs
Just in FY2010 We Provided Over…
AskShasta self-service help requests
IT Support Center service requests
IT Communications service requests
1 5 2 ,3 0 4
2 5 1 ,7 8 1
1 1 ,7 4 7
0
1000
2000
3000
4000
5000
FY2005 FY2006 FY2007 FY2008 FY2009
# p
eo
ple
Instructor Led Training
Attendance
4000
6500
9000
11500
14000
16500
FY2005 FY2006 FY2007 FY2008 FY2009
# c
ou
rses
SkillPort eLearning
Accesses Completions
Accesses % Increase 31.8% 10.2% 11.13% -1.28%
Completions % Increase 39.7% 16.7% 11.67% -32.70%
% Increase 34.85% 101.38% 13.89% 15.91%
SERVICES Jun 09
Target Mon YTD
Service Requests Resolved
(Initial Contact)
75% 90% 91%
Service Requests Resolved
(Within 2 days)
100% 99% 95%
Work Order Repairs 24 hrs 49 hrs 15 days
Work Orders 72 hrs 80 hrs 15 days
SERVICE DELIVERY
The Environment
UH TO THE WORLDconnecting
Maintaining the campus network infrastructure and increasing our wireless footprint remain
part of our strategic focus. We also seek to deploy newer, more efficient, secure, reliable and
greener technologies to mitigate risk, position UH for future services, and protect revenue.
Delivering state-of-the-art network services requires long-range infrastructure planning. IT’s
planning includes a 10-year infrastructure forecast. The university’s network is robust, secure,
and reliable. Ideally, we desire to quicken the pace of building network refreshes to better
serve customers, funding permitting.
What We Are Doing
• Increasing our high-speed wireless networking footprint
• Building fiber-optic connections to UHS campuses and Texas Southern University
• Providing Internet Protocol (IP) telephony
• Outsourcing residential student network support
• Enabling Video Over IP
• Enhancing the campus network infrastructure
• Managing the network with new software
• Expanding the wireless footprint to include indoor as well as outdoor access
• Deploying 1gigabit wired networking to the desktop
• Improving network speed within the campus and faster access to the Internet
While in Houston, a UH composer “attended” a rehearsal in Miami of one of
his compositions for New World Symphony (NWS) via UH’s connection to the
Internet2 network. “NWS pioneered the use of Internet2 for musical learning
and performance,” according to Newsweek, including giving lessons to gifted
students miles away. Such applications were only imagination a few years
ago.
NETWORK HARMONY
UH Infrastructure in 2010 has…
Miles of fiber
Data ports installed
Wireless coverage
3 8 5
1 5 ,9 2 8
9 8 %
UHS NETWORK CONNECTIONS
ATT•UHCR (5 Mbps)
•UHCL (1 Gbps)
•UHD (1 Gbps)
SETxGP•UHD (10 Gbps)
•UHSL (1 Gbps)
LEARN•UHV (1 Gbps)
•UHS Secondary Data Center (1 Gbps)
ATT = Commercial Network Services
SETxGP = Houston Area Research. Educational Network
LEARN = Texas Research. Educational Network
The Environment
ROBUST SYSTEMSbuilding
Technology innovations enable many opportunities for UH to invest in infrastructure capacity
and security enhancements that will provide better service, reduce energy, and over a
several year horizon provide a solid return on investment. We retain our core technology
focus to:
• Refresh network, expand wireless footprint, and enable single sign-on to systems and
campus resources
• Use server virtualization technology to reduce costs, reduce power consumption, and
improve redundancy and uptime
• Assure the provision of adequate power to UHS Data Center and environmentally
appropriate, controlled, and monitored services inside.
FY2010 Accomplishments Included…
• Initiated data warehousing and business intelligence systems
• Piloted Voice over Internet Protocol (VoIP) services
• Refocused the UH and IT websites to deliver more services online
• Planned for a single sign-on environment
• PS Student Academic & Administration now fully operational
• Enhancing services, especially integrated, self services
• Deploying next-generation tools
• Evaluating and deploying additional modules for future use including the Advising
module
• Enabled electronic workflow for Finance, Human Resources, and Employee self-
service
PEOPLESOFT Enterprise Resource Planning
Just in FY2010 We Handled Over…
Email accounts
Email incoming messages processed
Finance transactions
CougarNet accounts
3 9 ,6 2 1
2 2 6 ,3 2 4 ,0 0 0
4 ,0 2 3 ,0 0 0
8 1 ,0 0 0
ROBUST ENVIRONMENT
SECURITY INCIDENTS Jun 09
Target M/Y Mon No. YTD No.
Actual Infections 4/44 4 364
Unauthorized
Information
Access
0/1 0 1
Unauthorized
Use/Misuse
27/324 47 562
Total 31/370 51 927
98.40%
98.60%
98.80%
99.00%
99.20%
99.40%
99.60%
99.80%
100.00%
Infrastructure and Critical SystemsFY09 Availability
Infrastructure Systems Target
The Environment
OUR ENVIRONMENTsecuring
With a heightened awareness of mandates for the protection of data, we have a
need to increase the safeguards in place to mitigate the risks of data
compromise. Threats include those to our systems, networks, data, safety, and
privacy, as well as our academic and business operations. Aggressively
enhancing security at the enterprise and in customer environments remains a
strategic focus for IT.
What We Are Doing
• Implementing industry standard security practices and procedures for protection of credit
card data
• Creating a backup online meeting place for every UH course in case of a disaster
• Using proactive problem avoidance such as regular aggressive network and systems scans
• Assessing department systems that contain sensitive data and providing assistance in
securing it
• Conducting security awareness training to create a more educated community
• Deploying best and essential security practices to technology providers throughout the
campus
• Assisting in obtaining e-commerce application certification
• Working throughout campus on security matters
The UHS Secondary Data Center in Dallas provides “Critical Core Services” to
the community in the event facilities in Houston are damaged or compromised.
Active services for UH include emergency web presence, emergency e-mail,
and other critical technology services.
Fail-over functionality for the WebCT course management application is in the
final phases.
UHS SECONDARY DATA CENTER
Just in FY2010 We Handled Over…
Security Incidents
Compliance with PCI standards
1 5 2 5
1 0 0 %
SECURITY Feb 09
Target M/Y Mon No. YTD No.
Incidents 28/339 24 357
Systems
Affected
2/27 26 86
IT SECURITY
0306090
120150180210240270
Security Incidents
Incidents Target
0
20
40
60
80
100
DMCA Incidents
Systems Target
The Environment
TECHNOLOGYbeyond
In order to better serve our users , we are embracing non-technical projects as part of our
IT initiatives. One of these initiatives is allowing us to explore better ways to identify service
efficiencies focused on cost optimization and benchmarking; Gartner, a leading IT Research
firm, provides us guidance on industry best practices and a top-of-the-line knowledge base.
In September 2009, we sponsored the launch of the first Project Management Institute
(PMI) Student Chapter in Houston; the PMI UH venue will allow students to interact with
professionals in the industry and get advantage of speakers in the project management
field.
UIT has identified as a key initiative the improvement of business processes for UIT
customer-facing services. We are partnering with College of Business, in building a cross-
functional team of undergraduate and graduate students, and IT employees. Through these
efforts, we intend to optimize service costs and productivity, improve customer satisfaction,
and enhance organizational agility.
What We Are Doing
• Creating an IT framework to identify service efficiencies
• Implementing Information Technology Infrastructure Library (ITIL)
• Kicked off the first PMI Student Chapter in Houston . Monthly meetings connect students
with professionals in the industry and promote project management practices
• Partnering with College of Technology to create a cross-functional team to identify business
process improvements
• Working with the UH Writing Center to leverage IT employees writing skills for positions
related with communications
• Facilitating IT Reviews for campus departments to identify synergies and areas where UIT
can better serve their needs
• Creating business models to offer IT Services to campus community, affiliates and
externals
JOINING EFFORTS
UH-PMI Student Chapter
UIT
UH Colleges
(BAUER and Technology)
Project Management
Institute
UITBAUER
College of Business